Technical Associate - IT
Emeritus
3 - 13 years
Mumbai
Posted: 26/02/2026
Job Description
About Emeritus
Emeritus is committed to teaching the skills of the future by making high-quality education accessible and affordable to individuals, companies, and governments around the world. It does this by collaborating with more than 80 top-tier universities across the United States, Europe, Latin America, Southeast Asia, India and China.
Emeritus’ short courses, degree programs, professional certificates, and senior executive programs help individuals learn new skills and transform their lives, companies and organizations. Its unique model of state-of-the-art technology, curriculum innovation, and hands-on instruction from senior faculty, mentors and coaches has educated more than 300,000 individuals across 80+ countries.
Founded in 2015, Emeritus, part of Eruditus Group, has more than 1,800 employees globally and offices in Mumbai, New Delhi, Shanghai, Singapore, Palo Alto, Mexico City, New York, Boston, London, and Dubai. The company is backed by prominent investors including Accel, SoftBank Vision Fund 2, the Chan Zuckerberg Initiative, Leeds Illuminate, Prosus Ventures, Sequoia Capital India, and Bertelsmann.
Job Description
Key Responsibilities:
Provide L1/L2 remote desktop support to end users via phone, email, chat, and remote support tools
Diagnose and resolve hardware, software, operating system, application, and basic network issues in a timely manner
Install, configure, and support Windows and macOS systems, including laptops and peripherals
Troubleshoot issues related to MS Office, Outlook, Teams, VPNs, and enterprise applications
Manage user accounts, access, and permissions using Azure Entra ID and related identity tools
Handle incidents, service requests, and changes using ITSM tools such as ServiceDesk Plus
Configure, monitor, and perform basic troubleshooting of network switches, firewalls, and routers under defined standards and escalation guidelines
Assist with network connectivity issues, including LAN, Wi-Fi, VPN access, and device-level network configurations
Identify complex infrastructure or security issues and escalate to L3 / Network / Security teams, following up until resolution
Assist with system setup, maintenance, software deployment, and updates, ensuring compatibility and stability
Guide users through troubleshooting steps and provide basic training or usage support when required
Maintain accurate ticket updates, technical documentation, SOPs, and knowledge base articles
Track, document, and analyze recurring incidents to support root-cause analysis and service improvement
Ensure SLA adherence, operational reliability, and high levels of customer satisfaction
Key Skills & Qualifications:
Degree in IT, Computer Science, or a related field
3–5 years’ experience in Desktop / IT Support, preferably in a fast-paced remote global support environment
Strong knowledge of Windows OS, basic macOS, and end-user hardware
Experience with Active Directory, Office 365, and user access management
Hands-on experience with remote support tools and ITSM/ticketing systems
Good understanding of networking (TCP/IP, DNS, VPN, LAN/Wi-Fi)
Hardware troubleshooting and system setup experience
About Company
Emeritus is a global education platform that partners with top-tier universities to offer online degree programs, certificates, and executive education. It provides cutting-edge learning experiences in areas like business, technology, leadership, and entrepreneurship. Emeritus aims to make world-class education accessible by delivering high-quality, interactive, and flexible online learning opportunities for professionals worldwide.
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